Quality standards in a service business: insights from Che IT Group

Recently, we had an in-depth interview with our Che IT Group’s CEO — Alex, where we talked about his vision and approach to maintaining high service quality while the business scales. 

We’d like to share this dialogue with our readers — you can see insights into the real-world challenges of balancing growth with quality and get some summed-up advice for adapting to changing client demands and staying ahead of industry trends. 

Team: Our topic today is quality standards in the service industry. So, to start, what do quality standards mean to you? How would you define these standards? More importantly, why do businesses want to meet quality standards at all?

Alex: Right, let me just share my perspective on the quality meaning in business through some in-house history first:

Company History: From Startup to High Service Standards

Alex: When we first started the company, I was directly involved as both a project manager and a sales manager. We set a very high standard for service quality management right from the get-go, and somehow, my partner Ivan and I managed to pull it off. Our proactive approach and true understanding of clients set us apart.

For instance, I never waited for clients to ask about their project status. I always sent them updates because I wanted to keep them informed. I put myself in their shoes and delivered the kind of service I would like to receive. If there was a delay or issue, I wouldn't wait. I'd reach out right away with the problem and solutions. These weren't extraordinary actions. They were natural responses. They came from our true desire to serve clients well.

Clients liked this approach. It was not about following procedures, it was about gaining a deep understanding of their perspective. For example, if we finished a task early, I'd share the progress right away instead of waiting for the next update. If I saw a risk in the project, I'd highlight it and suggest fixes. That's what made our service stand out — we treated each project as if it were our own business at stake.

Initial challenges and overcoming them

However, as the team grew and more people got involved, we realized it wasn’t easy to maintain high-quality customer service. We began receiving feedback that wasn’t as positive, and the quality of our work started to decline.

That’s when I started thinking about extending our approach with some shared core principles so that it wouldn’t just be me overseeing it all — everybody would bring their unique strengths.

Core principles of quality service

Customer empathy: key to understanding needs

Team: How do you approach understanding a client's needs?

Alex: Put yourself in the client's shoes. Think about how you’d want someone to communicate with you, write to you, or work with you. This might seem obvious, but most client-facing managers don’t fully grasp this concept, failing to satisfy about 68% of all customers.

Proactivity: anticipating client expectations

Do not act only as a liaison between clients and your team, passing over messages and asking clients straightforward questions. Deliver your expertise, propose better solutions, improvements, and get in touch with your client before they ask.

Regular communication: keeping the client informed

Waiting for the client to contact you with updates on their own is purely wrong. As a project or account manager, you’ll already be lost if that happens. Always keep the client informed — this is a foundational principle.

Team: How do you determine when and how often to update the client? 

Alex: I think it’s something you have to feel out, but generally, once a week is standard. Depending on project intensity or if there are issues, it could be every few days or even daily. 

Genuine interest in client projects: more than just work

Every project should excite you. If it doesn’t, it might be worth considering a job change, or perhaps you need to work on it from a psychological perspective. Every job and project should ignite a passion. The client should feel your commitment to their project.

Quick response time: valuing the client's time

When I hire a company and want to ask a question or make a suggestion, I don’t want to be kept waiting. Being responsive is crucial in service business quality management. Even if you don’t know the answer immediately, show the client you’re aware and on top of it. Then, follow up with an answer or an update on their request.

Proper reaction to dissatisfaction: conflict resolution

It’s important not to convince the client that things must be a certain way. Instead, listen to their issues and address them. Never take a defensive stance. That can be extremely frustrating for both the client and yourself. Listen actively, because when you work with clients, you’re there to help solve their problems.

Willingness to go the extra mile: exceeding expectations

Be prepared to put in additional effort to resolve misunderstandings. As simple as that.

Assure the quality: clients don’t have to bother about QA

Before sending the results of your team’s work to a customer, make sure it’s 100% done, and that you personally checked everything and are happy with the end result of your team's efforts. Asking a client “Please check/review and let me know if it’s ok” doesn't make an impression of high-quality service and puts the responsibility on the client's shoulders.

Those who are on the front line of customer interaction are responsible for quality, not the customer itself.

Keeping promises: the foundation of trust

If you’ve made a promise, fulfill it on time. Or, if you’re unable to, let the client know ahead of time and suggest a new deadline.

Service Quality Management: A Systematic Approach

Team: So, a lot depends on interaction, responsiveness, and impressions. But how exactly does the company gather client feedback to then gradually improve the stack of services?

Alex: First, as CEO and account manager, I stay in contact with almost every client and ask about the quality of the service, the positives, and the areas for improvement. If I don’t know something, I find out. Then, we discuss it with the entire team or directly with the manager or team involved and work on specific solutions.

Team: Are there any internal trainings or processes to address these issues before clients bring them up?

Alex: Absolutely, we monitor how communication happens and how services are delivered. We try to address issues immediately. However, client feedback is the most valuable source of insight.

Team: When a client decides to leave without giving feedback, do you track what might have gone wrong?

Alex: Yes, we look into that, too. We have a system where every task has internal reporting, allowing us to track whether it’s completed on time and within budget. We provide immediate feedback on any issues, and the manager addresses the situation.

Employee training and development

Team: What about staff training in a service business? Is there anything in place for those who work in client-facing roles? Communication seems crucial when dealing with clients. Are there any resources or guidelines to help improve performance?

Alex: I always saw client work and project management as creative roles where everyone should follow their instincts. I didn’t want to impose rigid policies or procedures, making us a bureaucratic company. But over the years, we realized the importance of having resources, so now we’re starting to develop them. After each case, we review and create materials to refer back to and train our managers.

Team: Speaking of which, how do you assign project managers to specific projects? Do you consider only technical skills, or do you also look at soft skills and personality compatibility with the client?

Alex: Yes, we definitely try to match project managers to projects based on both hard and soft skills. Soft skills in a service business are an overlapping priority because technical skills can be developed over time. For complex projects requiring analytical skills, we assess who is most capable and has relevant experience.

Overcoming Challenges: Che IT Group's Journey in Maintaining High-Quality Standards

Maintaining quality while growing is a common challenge in the service industry, and we at Che IT Group have faced our share of bumps and hurdles. From scaling operations to meeting diverse client needs, the company has overcome these obstacles through strategic adjustments and a commitment to quality.

Scaling business without losing quality

As Che IT Group expanded, we encountered difficulties maintaining consistent service standards. The increase in team size and project volume required more robust processes and quality checks. By standardizing workflows and implementing regular training, we were able to uphold our high standards while accommodating growth.

• Pro tip: To avoid quality loss during scaling, set clear guidelines and consistent quality benchmarks for all team members.
• Example: Che IT Group introduced team leads and quality assurance business specialists to oversee project quality based on a project-driven demand.

Adapting to changing client needs

Clients' expectations and needs can shift rapidly. We have successfully adapted by embracing flexibility and being proactive in client communication. We listen closely to client feedback and adjust our services accordingly to always hit the spot.

• Pro tip: Regularly survey clients to anticipate their evolving needs and remain agile in service offerings.
• Example: When a key client requested faster project turnaround times, our team implemented agile methodologies to enhance speed without compromising quality.

Shaping the Future of Service Quality: Trends and Predictions from Che IT Group's Perspective

At Che IT Group, we foresee several trends that will shape the future of service quality. We predict that technology, customer-centric approaches, personaTeamtion, and high-standard QA in business will become even more crucial in delivering top-notch service.

Increased use of AI and automation

Automating routine tasks allows for more focus on strategic and high-value activities. Our team sees AI as a means to maximize accuracy and boost efficiency in service delivery.

Greater emphasis on personalization

As clients expect more tailored experiences, we plan to expand our use of data analytics to provide personalized services. Customization will be key in making each client feel valued and understood.

Focus on proactive customer support

Our company anticipates a shift toward proactive customer support and stricter QA demands, addressing potential issues before they arise. This includes understanding the client’s business deeply and anticipating future needs.

Conclusion: Ensuring Service Quality

Team: So… Quality is not just about meeting industry standards, but about a constant pursuit of excellence. Our experience highlights the importance of evolving with the market while staying true to the core values of exceptional service.

Alex: Sure! We take pride in offering our clients the highest quality services and are always ready for new challenges and opportunities.

If you're looking for a reliable partner in the IT sphere who understands your needs and is ready to exceed your expectations, we would be delighted to collaborate with you. Learn more about our services and approach to quality.